Job description

Job responsibilities

Although the following are the core responsibilities of the Operations Manager, some of the responsibilities may vary from site to site. There may be, on occasion, a requirement to carry out other duties as requested by line managers or partners, and which may often involve working to tight deadlines. This will be dependent upon factors such as workload and staffing levels.

The Operations Manager is responsible for:

a. supporting the partners in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities,

b. providing leadership and guidance to all staff, ensuring that they always adhere to policy and procedure,

c. having a thorough knowledge of current practices, policies, procedures, and protocols as they apply to Veor Surgery and ensure all staff are aware of them,

d. overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators,

e. implementing systems to ensure compliance with CQC regulations and standards,

f. in conjunction with the HR Manager, review and regularly update job descriptions and person specifications ensuring all staff are legally and gainfully employed,

g. in conjunction with the HR Manager Assist with recruitment including pre-employment checks and DBS,

h. in conjunction with the HR Manager evaluate, organise, and oversee the staff induction program,

i. in conjunction with the HR Manager implement and embed an effective staff appraisal process which will include being involved in the appraisal of staff managed by the post holder,

j. in conjunction with the HR Manager implement and embed an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record,

k. assisting with the management of the clinical system, always ensuring IT security and IG compliance, responding to, and resolving all local IT issues,

l. actively encouraging and promoting the use of patient online services,

m. assisting with the updating and of the practice website and social media sites,

n. guiding staff and developing searches and audits on the clinical system,

o. reviewing and updating clinical templates ensuring they relate to current practice,

p. guiding the team to reach QOF targets (supported by the nursing and administrative leads),

q. ensuring the staff implement the practice wide approach to the management of all patient services matters,

r. managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders,

s. in conjunction with relevant staff, ensure that compliance meetings take place, oversee agendas and that minutes are published on the practice intranet and/or distributed to staff,

t. attending and contributing to relevant meetings both internally and externally,

u. communicating effectively and sensitively with patients, carers, service users, colleagues, and staff whilst respecting everyones dignity and confidentiality,

v. assuming responsibility for your own personal and professional development,

w. ensuring that premises are properly maintained to CQC and ICB standards whilst also ensuring compliance with health and safety, fire safety, infection control, and other requirements,

x. implementing any recommendations from the above, and

y. working as directed, and if required, by line managers or Partners to ensure the delivery of regulatory requirements from Integrated Commissioning Boards (ICBs), Care Quality Commission (CCG), etc.

Secondary responsibilities

In addition to the primary responsibilities, the Operations Manager may be requested to:

a. Assist with the management of the Patient Participation Group.

b. Assist with the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level.

c. Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required.

d. Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/Open Exeter etc.

e. Guide the team to reach QOF targets (supported by the nursing and administrative leads).

f. Assist with recording significant events, providing advice to staff and briefing the team at meetings as required.

g. Identify trends and devise solutions to reduce risk and repeated occurrences of significant events.

h. Support the managing partner in the reviewing and updating of practice policies and procedures.

i. Support the practice and management team with continuous improvement and change initiatives.

Job responsibilities

Although the following are the core responsibilities of the Operations Manager, some of the responsibilities may vary from site to site. There may be, on occasion, a requirement to carry out other duties as requested by line managers or partners, and which may often involve working to tight deadlines. This will be dependent upon factors such as workload and staffing levels.

The Operations Manager is responsible for:

a. supporting the partners in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities,

b. providing leadership and guidance to all staff, ensuring that they always adhere to policy and procedure,

c. having a thorough knowledge of current practices, policies, procedures, and protocols as they apply to Veor Surgery and ensure all staff are aware of them,

d. overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators,

e. implementing systems to ensure compliance with CQC regulations and standards,

f. in conjunction with the HR Manager, review and regularly update job descriptions and person specifications ensuring all staff are legally and gainfully employed,

g. in conjunction with the HR Manager Assist with recruitment including pre-employment checks and DBS,

h. in conjunction with the HR Manager evaluate, organise, and oversee the staff induction program,

i. in conjunction with the HR Manager implement and embed an effective staff appraisal process which will include being involved in the appraisal of staff managed by the post holder,

j. in conjunction with the HR Manager implement and embed an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record,

k. assisting with the management of the clinical system, always ensuring IT security and IG compliance, responding to, and resolving all local IT issues,

l. actively encouraging and promoting the use of patient online services,

m. assisting with the updating and of the practice website and social media sites,

n. guiding staff and developing searches and audits on the clinical system,

o. reviewing and updating clinical templates ensuring they relate to current practice,

p. guiding the team to reach QOF targets (supported by the nursing and administrative leads),

q. ensuring the staff implement the practice wide approach to the management of all patient services matters,

r. managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders,

s. in conjunction with relevant staff, ensure that compliance meetings take place, oversee agendas and that minutes are published on the practice intranet and/or distributed to staff,

t. attending and contributing to relevant meetings both internally and externally,

u. communicating effectively and sensitively with patients, carers, service users, colleagues, and staff whilst respecting everyones dignity and confidentiality,

v. assuming responsibility for your own personal and professional development,

w. ensuring that premises are properly maintained to CQC and ICB standards whilst also ensuring compliance with health and safety, fire safety, infection control, and other requirements,

x. implementing any recommendations from the above, and

y. working as directed, and if required, by line managers or Partners to ensure the delivery of regulatory requirements from Integrated Commissioning Boards (ICBs), Care Quality Commission (CCG), etc.

Secondary responsibilities

In addition to the primary responsibilities, the Operations Manager may be requested to:

a. Assist with the management of the Patient Participation Group.

b. Assist with the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level.

c. Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required.

d. Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/Open Exeter etc.

e. Guide the team to reach QOF targets (supported by the nursing and administrative leads).

f. Assist with recording significant events, providing advice to staff and briefing the team at meetings as required.

g. Identify trends and devise solutions to reduce risk and repeated occurrences of significant events.

h. Support the managing partner in the reviewing and updating of practice policies and procedures.

i. Support the practice and management team with continuous improvement and change initiatives.

Person Specification

Experience

Essential

• ExperienceEssentialDesirable
• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of managing multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• NHS/Primary Care general practice experience
• Relevant health and safety experience

Qualifications

Essential

• Person specification Operations Manager
• QualificationsEssentialDesirable
• Good standard of education with excellent literacy and numeracy skills
• Educated to A-level/equivalent or higher with relevant experience
• Leadership and/or management qualification
• AMSPAR qualification
• ExperienceEssentialDesirable
• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of managing multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• NHS/Primary Care general practice experience
• Relevant health and safety experience
• SkillsEssentialDesirable
• Ability to recognise opportunities to enhance service delivery
• Excellent communication skills (written, oral and presenting)
• Strong IT skills (generic)
• Excellent leadership skills
• Strategic thinker and negotiator
• Ability to prioritise, delegate and work to tight deadlines
• EMIS user skills
• Effective time management (planning and organising)
• Ability to network and build relationships
• Proven problem solving and analytical skills
• Ability to implement and embed policy and procedure
• Ability to motivate and train staff
• Personal qualitiesEssentialDesirable
• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solution focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
• Other requirementsEssentialDesirable
• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times
• Full UK driving licence

Experience

Essential

• ExperienceEssentialDesirable
• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of managing multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• NHS/Primary Care general practice experience
• Relevant health and safety experience

Qualifications

Essential

• Person specification Operations Manager
• QualificationsEssentialDesirable
• Good standard of education with excellent literacy and numeracy skills
• Educated to A-level/equivalent or higher with relevant experience
• Leadership and/or management qualification
• AMSPAR qualification
• ExperienceEssentialDesirable
• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of managing multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• NHS/Primary Care general practice experience
• Relevant health and safety experience
• SkillsEssentialDesirable
• Ability to recognise opportunities to enhance service delivery
• Excellent communication skills (written, oral and presenting)
• Strong IT skills (generic)
• Excellent leadership skills
• Strategic thinker and negotiator
• Ability to prioritise, delegate and work to tight deadlines
• EMIS user skills
• Effective time management (planning and organising)
• Ability to network and build relationships
• Proven problem solving and analytical skills
• Ability to implement and embed policy and procedure
• Ability to motivate and train staff
• Personal qualitiesEssentialDesirable
• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solution focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
• Other requirementsEssentialDesirable
• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times
• Full UK driving licence

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Veor Surgery

Address

South Terrace

Camborne

Cornwall

TR14 0LH

Employer's website

https://www.veorsurgery.co.uk/ (Opens in a new tab)